Top Tech Jobs & Startup Jobs in San Francisco Bay Area, CA

Own and build Polymarket’s escalations and formal complaints program, including intake, classification, workflows, resolution timelines, regulatory reporting, and audit-ready documentation. Handle sensitive customer cases, coordinate with Legal, Compliance, Trust and Safety, Product, Engineering, and Policy, analyze complaint trends, drive root-cause fixes, and train agents and AI systems on escalation procedures.

Own executive escalations and high-visibility customer issues across X, Discord, Reddit, and community channels. Triage sensitive cases, draft audience-appropriate responses, coordinate incident messaging with Communications, resolve cases involving prominent users, monitor emerging issues, and brief Product and Policy on recurring feedback. The role requires strong judgment, exceptional writing, independent ownership, and comfort operating publicly with incomplete information.

Build and lead Polymarket’s Tier 3 in-house support organization from the ground up. Responsibilities include hiring and coaching specialists and leads, managing escalations, complaints, and DeFi support queues, defining tiered escalation paths, monitoring service levels and customer metrics, handling sensitive policy exceptions, and partnering with Compliance, Product, and Engineering to improve policies and products.

Own customer experience readiness for new products, market types, and geographic launches. Build readiness plans, manage pilot support pods, create SOPs and training with Enablement, monitor launch performance, and define stable handoff criteria. Partner closely with Product and Engineering to influence scope, establish international launch frameworks, and transition successful launches to scaled operations or external support partners.

Own the customer experience data foundation by designing dbt models, pipelines, data quality tests, documentation, semantic layers, dashboards, and self-service datasets. Integrate support, KYC, withdrawal, CRM, workforce management, and market resolution data into the cloud warehouse. Identify recurring support issues, communicate findings to stakeholders, and partner with data engineering on infrastructure and governance.

Build Polymarket’s CX data and analytics function, defining service and customer experience metrics, creating dbt models and reporting, and delivering actionable insights to leadership. Lead Analytics Engineers, partner with central data engineering on pipelines and infrastructure, and develop measurement frameworks for AI automation. Apply forecasting and modeling to staffing, contact drivers, and AI deflection while communicating recommendations to executive audiences.

Owns the integrated quality assurance, knowledge management, content, and learning development system for human and AI customer support. Responsibilities include defining QA standards, auditing conversations, building AI-assisted QA, maintaining help center and knowledge content, designing agent training, incorporating compliance reviews, analyzing quality metrics, and hiring and managing specialists across QA, content, and L&D.

Own end-to-end close and GL operations under US GAAP; lead technical accounting (ASC 606, 805, 350-40); manage financial reporting, audits, intercompany consolidations, and internal controls; scope and implement accounting systems and automation; advise on accounting for new products, international expansion, M&A, and crypto-native activity.